Below, we have outlined many of our customer satisfaction policies. We believe active communication is the cornerstone of any good relationship. It is our desire at Long’s Wholesale Furniture to ensure you experience the best possible home furnishings buying experience. In order to achieve this goal in all areas of our business, for the greatest majority of our customers, we hope you will understand our need to operate within certain policies.

DELIVERY SERVICE

Because we offer delivery service to such a broad area, we must deliver in route. We are unable to give an exact “time of day” for delivery. However, we will give you an estimated delivery time (within a three-hour window) the day before your scheduled delivery. Please have the area in your home free and clear of obstructions and ready for delivery. If you cannot be there to take delivery, please arrange to have a responsible person present so that we may rely upon his or her signature as authorized to inspect and accept delivery. If delivery to the designated room involves limited maneuverability because of narrow halls, doorways, or stairwells, etc., we cannot be responsible for any damage that could result in attempting placement. If set-up in the designated area is not feasible, delivery will be made to an accessible area. Delivery personnel will not be able to hang items on walls.

DELIVERY SERVICE INCLUDES

Free in-home service to the original purchaser for one year from the date of delivery, excluding all Clearance and AS IS MERCHANDISE. This service is for warranted defects and workmanship only. This free in-home service is provided to customers living within our normal delivery area. Customers outside our normal delivery area must return item(s) to our service department. Long’s Wholesale Furniture will continue to offer service in accordance with manufacturer’s warranties after the one-year has expired. Any parts needed for warranted defects or workmanship will be provided at no charge. However, after the one year free service has expired, transportation and labor charges for repairs and/or installation of warranted parts will be charged. The customer will pay for all transportation, parts, and labor required after both the one year free service period and the manufacturer’s warranties have expired. After one year, there will be a minimum charge of $69.00 for an in-home service call.

PICK-UPS

The customer is responsible for securing all items to their vehicle. Please report any manufacturer-related issues to us right away. Long’s Wholesale Furniture is not responsible for any transportation-related damages.

MAJOR PURCHASE

Please keep in mind that furniture, like any other major purchase such as a car, home, washer, or refrigerator, is manufactured in component parts. If a component is defective, we will repair or replace it. Most manufacturers do not allow exchanges or replacement of the entire product if a component is defective. For example, an auto maker won’t replace your entire car if the hood is scratched. Our skilled service technicians are trained to replace or repair components to factory specs. We do require that any item needing service with component parts that can be easily transported be returned by the customer to our service department. Examples are: unattached cushions or pillows, removable drawers, lamps, and accessories, etc.

SPECIAL ORDERS

A minimum deposit is required on all orders. Any balance remaining must be paid in full prior to pick-up or delivery (except when financing).

  1. Special orders cannot be canceled once the order has been placed.
  2. The arrival of your order is estimated according to information provided by the factory. Actual delivery may vary from this estimate.
  3. Special order merchandise is not returnable.
  4. Special order merchandise will be repaired and not exchanged or reordered.

ESTIMATED ORDER ARRIVAL

We quote the best estimate from information that is provided to us by our vendors. All special orders are subject to manufacturers’ availability. No discounts will be given if merchandise is delayed by the manufacturer. If you are notified of a long delay and your merchandise is not in production, you may cancel your merchandise and receive a full refund on the undeliverable merchandise.

CLEARANCE OR “AS IS” MERCHANDISE:

  1. Delivery or pickups must be made within 10 days (no layaway), unless otherwise arranged.
  2. Merchandise must be paid in full at the time of purchase (unless financed).
  3. No hold orders on clearance items.
  4. All sales are final, and no refund will be given.
  5. No “special orders” at clearance prices.

SATISFACTION GUARANTEE:

If following delivery you are not completely satisfied with your selection (excluding bedding), you may reselect merchandise of equal or greater value or receive a 75% credit if you notify our store within 2 (two) days of delivery and subject to the following conditions: 1. Merchandise must be in the original condition as delivered. 2. Special orders are excluded from this offer. 3. If a reselection is not made at the time the merchandise is returned, we will issue a store credit toward a future purchase. 4. Only one reselection is permitted. 5. For any reselection, a redelivery fee will be charged to dispatch our truck. 6. Merchandise in the home longer than 7 days cannot be returned.

REFUNDS

Refund checks are issued within 7 days or after the check has cleared the bank. NO CASH REFUNDS are given! There is a charge for any returned checks.

SLEEP PRODUCT WARRANTIES

Manufacturers of sleep products carry their warranties. We can assure you that we will make every effort to provide prompt and fair service on these products. Mattresses and box springs are warranted against structural defects such as wood frames, springs, and border wires breaking. Please note: bedding with multiple layers of padding will display body impressions. This is normal and is not a defect. A service charge will apply for any service required after the one year free service policy expires. Our state law prohibits the resale of used bedding. Accepting delivery of bedding finalizes the sale, and no pickups, returns, or refunds will be made. Warranty replacements must be authorized by the manufacturer. The warranty is between the consumer and the manufacturer. Bedding that is soiled or damaged may not be returned to Long’s Wholesale Furniture.

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